Computers Can Have Artificial Intelligence, But They Aren’t Emotionally Intelligent

Researchers are predicting that it won’t be long before every new device and service will contain some sort of artificial intelligence (AI). As we enter a new year, the potential for AI is both terrifying and exciting. On the one hand, some people are excited by how technology will continue to improve productivity in the workplace. On the other hand, workers are afraid that they may lose their jobs.

No matter what side you’re on, it is clear the train has left the station.

So, will AI take over your job? It may be too soon to make a full prediction. Many jobs that require rote memory and simple learning and decision making may soon be replaced by AI. These jobs will be easy to transition to computers, and in some places this process has already begun. But, human functions, most notably emotional intelligence, will be rather difficult to replace.

The ability to use emotions to get things done, make better decisions and deal effectively with stress.

Among the core competencies of emotional intelligence is empathy. There are a number of machine learning attempts at mapping empathy. The ability to read another person’s emotions can be duplicated to a certain degree. For example, simple rules can be constructed for how we express anger. There are facial cues that may be easy to recognize, and there may be physiological cues that we can assess. However, there are often mismatches between how one person expresses anger when compared to others.

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Many years ago, as part of my Master’s thesis in psychology, I conducted a study of the anxiety experienced by people watching a gory industrial accident film where a worker’s finger gets cut off by a circular saw. I measured galvanic skin response, heart rate, as well as self-reports of the viewers at various points in time. One of the biggest challenges was determining a consistency of these responses. You could get heart rate through the roof, yet the person reported no anxiety. Alternatively, there were subjects reporting extreme anxiety with a lowering of heart rate.

The ability of machines to pick up on these cues, which can be extremely individualized, is a long way off. These are distinctly human characteristics.

Dr. Steven Stein, a clinical psychologist, is the founder and CEO of Multi-Health Systems (MHS), a three-time Profit 100 (fastest growing companies in Canada) winner, one of Canada’s Best Managed Companies since 2013, and E&Y Entrepreneur of the Year 2015 (Ontario, Health Science).

Dr. Stein has been a leading publisher of scientifically validated assessments for more than 30 years. A leading expert on psychological assessment and emotional intelligence, he has consulted to military and government agencies including the Canadian Forces, U.S. Air Force, U.S. Army, U.S. Navy, special units of the Pentagon, U.S. FBI Academy, as well as corporate organizations including American Express, Coca-Cola (Mexico), Air Canada, Canyon Ranch and professional sports teams. He is the author and coauthor of several books on emotional intelligence including the international best-seller The EQ Edge: Emotional Intelligence and Your Success and Emotional Intelligence for Dummies.